ComplaintsforGenesis Design Mechanical, LLC

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Genesis Design Mechanical to fix a leak from my toilet down to the lower level of the house. The two plumbers that came and did the service were kind and fixed the problem. We got a call from ***, the owner, the same day to pay for our service. He charged us $612, which seemed like a lot but my husband went ahead and paid it. A few hours later I got a notification from my bank that we were charged $1612 from Genesis Design Mechanical, but we did not authorize this charge. I called Mr *** ****** right away and he said that he would fix it. A few days later he called and said that he initial overcharged us for the $612, and he would be refunding us $2100. But instead of refunding us $2100, he charged us another $2100! I called him and he said that this was not true that he refunded us. He then looked into and said he had an employee who was clicking the wrong button and that he would fix it first thing Monday morning. We then got another charge for $1612.10 My husband and I called him again and he was shocked that we were still being charged. We did get a refund of $312 from him for the overcharge from the initial $612.10. He still has not refunded us the $1612.10, $1612.10, and $2100. We have contacted our bank and continue to reach out to Mr *** ****** at Genesis Design and we have not been able to get our money back. The bank notified us that Genesis Design had been attempting to charge us $21000 and $16120. Those charges thankfully did not go through. We just want our money back from this company! This company owes us a total of $5324.20!

  Business response

  02/11/2023

  2/10/2023

   

  This message is from Mr. *** ******** in response to  Mrs. ****** ****** complaint to the BBB.. I’ll make it short and brief. The charges on the customers credit card simply were accidental.  By no means, there was no intent by me or my employees on behalf of our company to defraud our customer. The situation at hand was that we got a new merchant company, ******** ***, and I was the one that processed their refund. I only need to do one refund, and this whole thing turned out worse. The ******** refund is in the process of being completed and all funds returned back to their account. This was an error on my part I  was the one that made the refund and because of the lack of training, I ended up making the error. I did try to call the customer service line at ******** *** and have them walk through the steps to been trained on refunds. As of February 10. I was contacted by ******** *** and I was informed that ******** *** finalized the ******* refund in its entirety. The case will be closed upon final Settlement on the ******** credit card account. I also want to make the better business bureau aware of that happened. After I made the errors when this happened, I contacted *** ****** this is ****** ******** husband and I informed him that I made errors on his account in efforts to try to refund their credit card and from the very beginning, Mr. ****** was aware of it, and I’m not trying to justify my mistakes but when I realize that the point that they were charges not refunds, I contacted the ******* immediately. I am disturbed of the fact that this has been since carrying on with the Better Business Bureau that made it sound as if this was intentional. And it was not it was an error. I can assure the ******* that not one cent profited no one since it was done in error. With that being said, it was taken from their account after I made request for the refunds. I can assure you that every penny was returned back to their account.I feel pretty bad about the way she went about it and not given the benefit of doubt. I mean after all, they were charges in error and not refunds, I called right away. That’s all I have to say about this. If you have any further questions, please call my office at ************ during business hours Monday-Friday from 7:30am-4:30pm. 

   

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 21 Genesis Design Mechanical, LLC was hired to replace the water heater in my moms home. When they came over they cut all the copper plumbing when removing the water heater and cut of the valve to the Swamp cooler water at the same time. I asked them about it and he (I believe his name was Lee R** R***** **) said they were replacing everything to make it to code. When they finished they had not replaced the vent pipes with new ones and had not replaced the water valve to the AC but said come back and replace the vent pipes the next day but could not replace the water valve until the spring because none were available at the time. He told me to call me in the spring and would come and install the valve at to additional cost. He then send me a test stating the same information so my mom payed him in full. Now that I sent a text and email asking him to install that valve he did not respond. I then called and the person that answered says he does not care what I was told, he owns the company and will not install that valve unless I pay him another $150.

  Business response

  06/29/2022

  I Mr. ******. I am sorry about your experience with your service. I looked over your invoice and there are no notes referring to your complaint to the Better Business Bureau. It shows here that the job ticket is closed and you signed off on I have attached a copy for your convenience.  However, If you could give us a call at ###-###-####. We are open Mon-Fri from 7:30AM-4:30PM, we can get you taken care of. Thank You. 

   

  Jonathan R*****, 
  Service Director

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Sunday December 12, 2021 I called a contacted a contractors service in an attempt to have my furnace repaired in a mobile home that I rent. I normally use a plumbing and heating company located here in Bernalillo but they were unavailable until Tuesday December 14, 2021. Genesis Design Mechanical responded to my request and went to the Mobile Home to do the repair. My tenants told me that after about 15 minutes the owner of Genesis called me and said the squirrel cage was out of alignment and also needed lubrication. He didn't even have the lubrication needed, he got some from my tenants. He charged me $365.56. The furnace worked for a few hours and then stopped. He send someone else the following day and called me to say that the furnace had to be replaced and that there was a gas leak. He said it would cost $3800.00. I told him I didn't have the money and would call him later. Then he threatened me telling me that he would call the Gas Company to notify them of the leak. I simply wanted a second opinion. He called, and called and called. A technician from another company arrived on Monday and told me the induction motor had been damaged beyond repair while the plumber from Genesis removed it. The other technician ordered the motor and installed it on Tuesday the 14, 2021. He checked for Carbon Monoxide which was not detected at all. I told the owner of Genesis that I wanted to be reimbursed for the cost of the motor and labor. A little over $500.00. When the owner of Genesis found out I hired someone else he called the Gas Company, they went to the mobile home and checked for Carbon Monoxide Leaks in the furnace, oven, cook top and water heater. No leaks were discovered anywhere. The owner of Genesis is very dishonest and uses threats to force customers to repair or replace items they do not need. I believe the owner of Genesis owes me the cost of the motor and the labor to have it installed.

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